This information is specific to the UK, as your app locates you there. To view the policy for another country, visit our Help Centre in your browser.
👉 Can't start my bike rental. What can I do?
👉 Where and how can I park the bike?
How to start my bike trip
Before starting your rental, just make sure you have enough battery and internet on your phone, so you are able to unlock and lock the bicycle. Also, set your Bluetooth and GPS on!
To rent a bike and start your trip, follow the steps below:
- Open the FREENOW app and select the 2-Wheels tab
- Choose a bike near you. If you scroll up, you will see information about the vehicle (ID, battery level, prices, how to use it, etc.)
- Confirm your payment method and apply any promo code in case you have one
- Once you have picked a bike, simply click 'Start rental'. Sometimes, depending on the provider, you will need to scan* the QR code of the vehicle. For those bikes with an additional manual lock, pull the lock out of the right side of the rear wheel, and place it in the holder on top of the rear wheel
- Enjoy your ride!
Can't start my bike rental. What can I do?
There are some common reasons why you can't start the rental of an eBike:
- Issues with your payment method or temporary hold process
- GPS/location of your phone is off
- Data mobile is off (you should have it on, and wifi needs to be off)
- The bike has been rented/booked by another user
- The energy level of the bike is low
- The bike is damaged and for that reason, is not available
If this is not the case, and you still can't start the rental, contact our eBike provider immediately, so they can assist you:
Human Forest
https://www.humanforest.co.uk/contact
+44 20 81 57 74 91 - UK support only
Dott
Can I pause my bike rental?
Yes!
You can pause your rental as many times as you'd like, as long as it doesn't exceed the maximum rental duration. After a break, simply end the Pause/Parking mode in your App to unlock the eBike and continue riding!
However, there are some rules and fees depending on your eBike provider.
Human Forest
We’ll continue charging the same rate per minute. You will not pay for pausing during your free daily 10 minutes, however, your minutes will continue to be counted - more info about the Pause mode here.
Dott
We’ll continue charging the same rate per minute which is used in your city – more info about the pricing here. You must pause in a “P” parking spot if they appear on the map – leaving your bike outside these spots for more than 10 minutes will result in a fine.
Where and how can I park the bike?
Before ending your rental, make sure that you are going to park in a designated parking spot - marked on the app with a blue 'P' - and that it is not blocking pavements, pedestrians, public roads or garages. Then, select 'End rental' in the App and push the kickstand down.
For bikes with an additional manual lock, put the lock through the hole on the right side of the back wheel.
Sometimes, we will also ask you to take a photo of your parked bike (Dott and forest) before ending your rental.
If you park outside the Operating Area or in a No Parking Area (orange zones), you may be charged additional parking fees.
There are different operating areas depending on each bicycle provider.
Also, you need to have your GPS and data mobile on (wifi needs to be off).
If you still can't end the rental of the bike, contact the provider immediately, so they can manually close it for you.
Send a request indicating your account phone number, the ID of the booking, the duration of your ride, and the time you started/finished the rental.
Visit the following official websites to get all the instructions:
Human Forest
Pro-tip! If you park in the 'Green Bay' area or Money Back parking spots, the parking is free!
Bear in mind, that forest does not charge any parking fee in case the bicycle is damaged.